Why It Matters
The Service Catalog is where employees can create tickets using tailored forms. Instead of back-and-forth emails asking for basic details, customized forms capture all the necessary information upfront, instantly categorizing the issue and speeding up resolution times.
How to Set It Up
- Create the Form: Navigate to Administration → Forms and click to add a new form. Give it a name and start adding your questions using various field types (short text, dropdowns, dates). (Pro Tip: Use conditional logic to only show specific follow-up questions based on previous answers!)
- Map Responses to Tickets: Switch to the Destinations tab. Here, you define exactly where the user’s answers go—whether mapping to the ticket’s subject line, description, or custom fields. You can also assign default values so the ticket is categorized consistently.
- Control Visibility: Switch to the Target Options tab. This allows you to tailor visibility by user roles or teams. For example, you can build advanced server-request forms that only the IT team can see, keeping the catalog clean and relevant for standard employees.
Next Steps
Create a simple “Report an IT Issue” form, publish it to your Service Catalog, and submit a test response from the employee portal to ensure the answers map perfectly to the resulting ticket.
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